Employment

Summary:

• United States Air Force Staff Sergeant. Law Enforcement and Supply Systems supervisor
• IBM Mainframe Sr. Computer Programmer Cobol, BAL, CICS on IBM Mainframes
• IBM Mainframe Team Lead
• Tech Support Software Support: Level I
• Tech Support Software Support: Level II
• Tech Support Software Support: Team Leader

Software Support Help Desk Level II

Confidential

Major Accomplishments

• Closed the highest high number of support cases tickets in company team of 12
• Voted the TSR most desired to work on support cases/tickets by two of our partner groups as told to CEO
• Support case surveys: highest number of surveys in all of support and with 98.6 out of 100 average.
• HDI Support Center Analyst: certified in 2012
• Cases: support employees are expected to close 10 cases a day. I averaged 15 cases a day, no one else in my team broke 10 a day average. I have the metrics to show these numbers

Job Responsibilities include but are not limited to:

• Provide phone support for customers nationwide
• Outbound customer callback concerning previously submitted cases
• Verify support contact credentials and account service level agreements
• Discuss details of customer issue with support contacts
• Verify replication of issues on customer Web site
• Document details of customer case
• Triage and prioritize customer issues
• Troubleshoot customer reported issues
• Investigate issues beyond the front end of the product
• Perform and document case related support activities
• Serve as a liaison between the support team and other points of escalation within the company, school districts and partners.
• Escalate qualified issues to a variety of escalation points for further review and action.
• Diagnose Email Messenger server issues and escalate to hosting/server admin when necessary

Background

• 12 years previous experience in call center or customer service organization
• Experienced with both Web and PC based applications
• Familiarity with Microsoft SQL
• Microsoft: Outlook, Outlook Express, Word, Excel, Access, HTML, Microsoft Project, Publisher and more.
• Microsoft Operating Systems: Windows 7, XP, Vista, 2000, ME, 98. Mac OS X.
• Browsers: Internet Explorer, Firefox, Google Chrome. A c omplete 'skills inventory matrix' is also available at the end of my resume.

Software Support Help Desk Level I

Confidential

Performance Expectations

• CSR tool is: CustomerQuest CSR Enterprise System.
• Service the customer. Pre - sales and also post-sales customer service
• Lead Technical Support - Trouble shoot hardware and software
• Prepare and implement current and future budget
• Train / teach / mentor CSR's
• Supervise 6 CSR's at one time it was 8
• Weekly reporting to management of cases/tickets/calls/responses/times for all 8 CSR's
• With HR: involved with hiring, pay, promotions, terminations
• Reprimand as needed
• Conduct daily team meetings
• Try to keep moral high with team building, individual counseling
• Coaching and Training new and existing employees
• Perform employee reviews semi-annually,
• Billing support using internally developed application for customers plus Quickbooks for internal reports.
• Call Center: receive telephone calls from prospective and also current customers, answered email and also online trouble tickets too.
• Remote installing and servicing software on customers PC
• Group Mail Corporate Platinum E-mail system support
• Windows: Many platforms: XP Pro, Vista, NT, 2000, ME, 98
• Terminal Services Client
• Set, reset password and software settings and options on customers PC.
• Take new orders and changes to existing orders.
• TOAD, IIS Internet Information Services, FTP,
• Microsoft: Outlook, Outlook Express, Word, Excel, Access, HTML, Microsoft Project, Publisher and more.
• Microsoft Operating Systems: XP, Vista, 2000, ME, 98, Opera and a little on a Mac: Safari
• Browsers: Internet Explorer, Firefox.
• Used Flowcharter software for projects and for documentation for training
• Perform SQL Backups of internal CRM database using Putty
• Several employee of the month recognition 6 times during my employment from 2002 - 2007.
• All of the software supported is custom software. It can be very, very complex.
• I became the expert with the software, the departments go to guy which allowed me to become team lead
• Being a good listener. Walk a customer through the software while on the phone. Sometimes I use software like WebEx so we can view the customers computer at the same time. Most of the time I just had to decipher what their problem or issue is by just being a good listener.
• Detail-orientated and multi-tasker . Ability to handle competing priorities and tight deadlines.
• Known for quality and timely completion of projects.
• Effective Communicator. Polished telephone, interpersonal, and writing skills.
• Self motivation and a pro-active approach to meeting deadlines strong time management skills.

Senior Technologist

Confidential

Completed projects include:

• Created and maintained VSAM space utilization for the company's 1099/IRA VSAM sequential files.
• Streamlined the Company's complex and cumbersome 1099/IRA systems. Made it feasible to run the entire 1099/IRA process upon request. This involved analyzing 260 batch jobs, 300 programs, 48 VSAM files, 7 new CICS screens. Authored 17 of the 48 VSAM files just for the 1099/IRA process
• Cut the processing time down from approx. 7 days to 3 days for the 1099/IRA.
• Wrote 1099/IRA system, program, data flow, and user documentation for all jobs, programs, reports, sorts, files. The completed manual includes records counts, times and dates 300 pages in length.
• Added new Annuity product to the Piper Jaffray product line which included CICS, and many batch jobs.
• QC/QA Testing of applications before delivery to external clients lead QC/QA programmer doing this on the team

As a programmer analyst at Piper Jaffray, I was responsible for analyzing, enhancing and maintaining programs which are government-related: 1099s, IRAs, 5498s, 2439s, including state and federal tax reporting. In addition I was the lead programmer for a programming team of 4 programmers for 1099/IRA.

Technical Environment Assembly, DOS, JCL, Vollie editor, VSAM, CICS, SDF, Dynt, Intertest, CEDF, OLFU, SyncSort